Service Level Agreement

Service Level Agreement

I. Service Channels: The User shall have access to the following Verifik service channels

1. CRM on Verifik.co

2. Email [e-mail]

3. Customer service Discord channel

II. Hours of Operation

The User will be able to access the support provided by Verifik, Monday through Friday (business days) from 8:00 AM to 5:00 PM UTC-5

III. Criticality levels

The requests or requirements raised by Users to the support team will be classified according to the impact they have on the User's operation, as follows:

Critical:	Total service unavailability.
Urgent:	Loss of specific functionality for all use cases.
Medium:	Loss of functionality in specific cases.
Normal:	Other requests or general inquiries that do not affect Service Availability.

IV. Support Response times

1. Definitions: Terms used in this section, shall have the following meanings:

i. Attention: The time elapsed between the request or requirement and
the assignment of a service agent.
ii. Review: The time elapsed between the agent's greeting and the first
response regarding the request or requirement.
iii. Escalation: The time elapsed between the agent's escalation and
the case review by the person to whom it was escalated. This time only
applies in events where it is necessary to escalate the user's
request or requirement.
iv. Resolution: The time elapsed between the agent's greeting and
the moment the case is resolved.

The response time varies according to the criticality of the requirement, as follows:

SEVERITY/ TIME	ATTENTION	REVIEW	ESCALATION	RESOLUTION
Critical	0.5 hr	0.5 hr	15 mins	48 hrs
Urgent	0.5 hr	0.5 hr	15 mins	48 hrs
Medium	1 hr	1 hr	0.5 hr	96 hrs
Normal	1 hrs	1 hrs	0.5 hr	96 hrs

Note: 48 hrs mean that we take up to 48 hours to solve the incident depending on its complexity.

Response times will be counted from the last message sent by the user.

V. Platform Availability:

The Platform will be available at least:

Product	Availability	Notes
SmartCHECK	90.0% > Data API	Data API, depends on connections with Government Sources
smartACCESS	99.0% > Email/Tel 98.0% > Biometrics
smartENROLL	99.0% > Email/Tel 98.0% > Biometrics 98.0% > Doc Scan 90.0% > Data API	Data API, depends on connections with Government Sources

VI. Compensation for Downtime

Compensation of Credit for the affected month will be provided in the form of free future consultations or a refund of the cost of such consultations, given there are no future consultations planned. In a Fortuitous Event, if the service is unavailability with a root cause in database, servers, internal API problems, and is not effectively resolved by the Company, then we will compensate the User as follows:

Uptime	Credit Compensation	Product
Data API (Consulta de Datos) 90.00% or greater 86.00% to 89.99% 83.00% to 85.99% 80.00% to 82.99% Less than 80.00%	No Credit Compensation of 1% Compensation of 2% Compensation of 4% Compensation of 8%	smartCHECK
Email/Tel 99.00% or greater 96.00% to 98.99% 93.00% to 95.99% 90.00% to 92.99% Less than 90.0%	No Credit Compensation of 1% Compensation of 2% Compensation of 4% Compensation of 8%	smartACCESS smartENROLL
Biometrics 98.00% or greater 95.00% to 97.99% 92.00% to 94.99% 90.00% to 91.99% Less than 90.00%	No Credit Compensation of 1% Compensation of 2% Compensation of 4% Compensation of 8%	smartACCESS smartENROLL
Escaneo de Documentos 98.00% or greater 95.00% to 97.99% 92.00% to 94.99% 90.00% to 91.99% Less than 90.00%	No Credit Compensation of 1% Compensation of 2% Compensation of 4% Compensation of 8%	smartENROLL smartACCESS

Note: Fortuitous Event for Data API (Data Query) service excludes problems due to migration, disconnection, or external intervention. In this service Verifik is an intermediary, therefore, it does NOT have the power and control of the databases consulted.

VII. Data Base Service Charging Scheme

The charging scheme applies to the product smartCHECK, which allows the consultation of government databases. Verifik is not the owner, manager, or responsible (it does not control or update) of government databases of the different countries that we offer; therefore Verifik reserves from offering guarantees regarding “Response Time”, “Average Up Time”, or “Data Accuracy”.

If the query returns a 200 or 404, it will be charged. If the query returns a 403, 409, 412, 422, or 500, it will not be charged.

Charge	Absent of Charge
200	403
404	409
	412
	422
	500

VIII. There is no availability of the Platform

Scheduled maintenance times will be carried out at night or on weekends, with prior communication via email to users.

IX. Adaptations or New developments

The periods for development or new adaptations (due to unexpected changes by the Users' systems that are integrated via API with the Platform) will vary according to the changes required by the User and will not count as Platform Downtime.